Customer Operations Support Associate - Bangalore

Postman is looking for a Customer Operations Support associate to join our team and deliver excellent service for a leading global SaaS company with millions of users. Our ideal candidate would be passionate about helping customers, love putting yourself in your customer’s shoes, enjoy resolving problems, identifying root causes of issues, and thrive in a team environment. 

 

Important note - 

Timings - 6 AM to 3 PM and 1 PM to 10 PM IST (rotational shifts, once every 2 weeks)

Please ensure to include a cover letter along with your application to give a detailed view of your accomplishments, support experience and what you'll bring to the table if you are hired.

 

What You'll Do:

• Manage a queue of 50+ support tickets per week.
• Take ownership of customer reported issues and seeing problems through to resolution.
• Work across support platforms like Zendesk, Salesforce and JIRA within defined SLAs.
• Pre-sales support in triaging of sales leads, security, legal inquiries to different internal teams.
• Handle payments, refunds, credits and other sensitive customer requests.
• Work with sales, renewals, engineering and customer teams to ensure speedy resolution.
• Raise product bugs, feature requests to relevant teams.
• Prioritize issues based on severity and customer impact.
• Participate in our 24/5 global coverage plan.

About You:

• 1-2 years of experience doing L1 customer support for a modern / SaaS product.
• Must be willing to work in different shifts (including evenings and holidays).
• A university degree in a tech-related field or relevant experience in a SaaS domain preferred.
• Ability to write basic SQL queries for achieving workarounds or better solutions.
• Familiarity with support platforms like Zendesk, Jira, Salesforce and Confluence.
• Understanding of SaaS billing, pricing & licensing and basic accounting.
• Excellent customer-facing skills (internal and external customers).
• Excellent written and verbal communication skills.

About Postman:

Postman is the world’s leading API platform, used by more than 30 million developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration—enabling users to create better APIs, faster.

The company is headquartered in San Francisco and has an office in Bangalore, where it was founded. Postman is privately held, with funding from Battery Ventures, BOND, Coatue, CRV, Insight Partners, and Nexus Venture Partners. Learn more at postman.com or connect with Postman on Twitter via @getpostman.

P.S: We highly recommend reading The "API-First World" graphic novel to understand the bigger picture and our vision at Postman.

Our Values:

At Postman, we create with the same curiosity that we see in our users. We value transparency and honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.

What Else?

We offer competitive salary and benefits, and a flexible schedule working with a fun, collaborative team. Enjoy full medical coverage, unlimited PTO, and a monthly lunch stipend. Yes, seriously. We want you to eat well wherever you’re at.) Plus, our wellness program will help you stay healthy from your location with fitness-related reimbursements. Our frequent and fascinating virtual team-building events will keep you connected, while our donation-matching program can support the causes you care about. We’re building a long-term company with an inclusive culture where everyone can be the best version of themselves, and we want you to be part of it.